Introduction
At IBM, work is more than a job – it’s a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you’ve never thought possible. Are you ready to lead in this new era of technology and solve some of the world’s most challenging problems? If so, lets talk.

Your Role and Responsibilities
Responsibilities:
• Take ownership of customer issues and see problems through to resolution
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues
• Analytical thinking and problem-solving skills as a go-getter with a lot of intellectual curiosity
• Reproduce customer environments and test and validate fixes and workarounds
• Effectively communicate customer feedback and feature requirements to Engineering and Product Management
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Provide prompt and accurate feedback to customers
• Ensure proper recording and tracking of all issues in our ticketing system from open to resolution
• Identify commonly asked questions and generate knowledge base articles based on this content

Required Technical and Professional Expertise
• 1-3 years of experience in technical support
• Working knowledge of Linux systems and virtualization technologies 
• Linux CLI – Good experience with Linux CLI. For example, be able to browse through log files, and search log files while on a customer environment.
• Strong analytical and problem-solving skills
• Excellent customer-facing written and verbal communication skills
• Self-directed, eager to learn with a desire to work in a fast-paced environment 

• Basic Public Cloud Knowledge – Top level understanding of what is Public Cloud, What does AWS and Azure provide

Preferred Technical and Professional Expertise
Language skills
Analytical thinking and problem solving skills, Familiarity with AI
Virtualization technologies experience (VMware, VirtualBox, Hyper-V)
Containerization exposure within Docker ideally 
Good understanding of Cloud technologies, OpenShift / Kubernetes, Ideally OCP and Operators
Understanding of Windows and Linux/Unix operating systems, Machine learning skills
Basic understanding of programming, server architecture and networking skills
Experience working with complex multi-threaded applications
Product knowledge – Turbonomic, AI powered application management software